Description

One of the top three most highly rated sessions at the 2013 NFDA Convention in Austin!

Help families move from "direct cremation" to making better decisions about funerals.

Learn an exciting new consultative approach that will transform a cremation phone inquiry into a valuable discussion. A simple 3-step process will ensure that everyone at a firm consistently conveys a professional, values-focused image when communicating with cremation families. Take ownership of the phone communication skills that will help you exceed caller expectations. Learn:

• The 3-step process that gives structure to cremation phone inquiries• Suggested dialogue that conveys a positive attitude to cremation families• Appropriate responses to closed-ended statements made by families

Presenter: Lacy Robinson, CFSP, senior professional development trainer, Aurora Casket Company, specializes in helping funeral directors partner with families to create funerals that honor their needs at the time of loss.